TESIA LOFTON
Curative
Mobile,AL
1
Certification
15
years of professional experience
Proven leader skilled in driving operational excellence, high-impact customer support, and administrative efficiency. Utilizes strategic planning and effective communication to drive team performance. Track record of fostering a collaborative environment and meeting organizational objectives. Solid 15 years of healthcare experience. Adept at conflict resolution, time management and relationship building. Dedicated to providing the highest quality care to clients, maintaining professional relationships to increase profitability and drive business results.
Work History
Care Navigator Supervisor
1 Year 10 Months- Manage, mentor, and train care navigation staff through conducting one-to-ones, team meetings, and performance evaluations.
- Developed and implemented operational strategies to enhance efficiency and productivity across departments.
- Monitor daily workflows, resolve escalated member issues, and ensure seamless program execution.
- Partner with multi-disciplinary clinical teams, administrative leadership, and external community resources to bridge gaps in patient care.
- Identified trends and assessed opportunities to improve processes and execution via Slack workflows.
Care Navigator
11 Months- Educated members on available resources, empowering them to make informed decisions about their care.
- Advocated for members' best interests when working with insurance companies or other external entities involved in their care process.
- Served as a reliable resource for colleagues seeking guidance on challenging situations or unfamiliar aspects of care navigation.
- Promoted a positive work environment among peers by remaining approachable, supportive, and flexible when collaborating on shared tasks.
- Demonstrated adaptability when faced with sudden changes in members' needs or organizational policies, ensuring a seamless continuation of care navigation services.
- Trained and mentored new personnel hired to fulfill Care Navigator roles.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Care Management Support Assistant
1 Year 1 Month- Work with state insurance agencies to monitor members' wellbeing and eligibility
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Continually sought methods for improving daily operations, communications with clients, record keeping and data entry for increased efficiency
- Mentored new hires, resulting in stronger staff development and increased productivity
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met KPI with customer call guidelines for service levels, handle time and productivity.
Telephone Triage Medical Assistant
2 Years 11 Months- Obtained case history and gathered triage information to determine appropriate avenue for care
- Advised patients on pre- and post-operative instructions, medication administration and symptoms indicating emergency care
- Explained complex, technology-related issues in basic, understandable terms to clients for using patient portal.
- Responded to over 60 patient calls and emails to answer questions about products and services.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
Medical Assistant II
7 Years- Performed several administrative and secretarial tasks including but not limited to managing physicians' calendars, ordering office supplies and managing inventory, etc.
- Obtained client medical history, medication information, symptoms, and allergies
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus
- Assisted in development, review and revision of standard operating policies and procedures in collaboration with senior management.
- Utilized electronic medical record systems to store, retrieve and process patient data.
Education
Bachelor of Arts - Hospitality and Tourism Management, General Business
Associate of Science - Medical Assisting
Skills
EMRs: Greenway
Athena
Cerner
EPIC
Elation
VBA
Health Edge
Teller
Glide.
Five9
Dial Pad
TalkDesk
Front
Help Scout
Dock
SaaS
Google suites
Microsoft
Apple products
Multidisciplinary Team Collaboration
Administrative Procedures
AI and Automation Skills
Risk Management
Call Center Operations
Customer Relations and Communications
Compliance Management
Staff Development
Employee scheduling
Certification
Clinical Medical Assistant
Basic Life Support Certification
Timeline
Care Navigator Supervisor
Curative
10.2024 - CurrentRead More
Care Navigator
Curative
11.2023 - 10.2024Read More
Care Management Support Assistant
Humana
10.2022 - 11.2023Read More
Telephone Triage Medical Assistant
Bay Area Physicians For Women P.C.
06.2019 - 05.2022Read More
Medical Assistant II
USA Mitchell Cancer Institute
08.2011 - 08.2018Read More
University of South Alabama
Bachelor of Arts from Hospitality and Tourism Management, General Business
Read More
Virginia College - Birmingham
Associate of Science from Medical Assisting
Read More